UMassFive College Federal Credit Union Westgate Center Dr, Hadley

Beyond upset should be the starting point of my experience with this credit union. Thinking the bank representative I sat with had my best interest in mind they convinced me to choose total loss GAP insurance through them and not choose it through the dealership selling me my car. Long story short… UMassFive GAP coverage is not FULL COVERAGE! If I had chose this option through the dealership I would owe $0 on my claim not $3,000.00! I will be in contact with the better business bureau. You should be ashamed of taking advantage of me.

Aura, in loan servicing department, was a pain to get a hold of for my auto loan. She would never call back, or email back within a reasonable time frame. I had an easier time at the DEALERSHIP than dealing with her at UMass Five. What's the point of a phone if you're never going to pick it up?

I’ve had more problems paying my loan with them in 3 months than I’ve had with any other institution. It’s 2021 and you can’t pay your loans online? There’s no option to pay with a debit or credit card online and you have to link external bank accounts and transfer money, which there is a fee for. And when you go into the branch to pay in person, you have to use cash because their systems aren’t set up to handle cards. How is this even the case when most local businesses are even set up to take cards. So you have to go and use their ATM and pay additional fees for using an external card. I regret getting my loan through them. Every step is such a pain just to pay your loans.

I was told it would be 48 hours to hear back about my loan application. They took more than that. When they did finally get back to me, I spoke to Rosaline/Rosalyn in the loan department. She was unprofessional, questioned my spending habits after telling her my income, I felt she was questioning why I was even applying for a loan. She gave me multiple arbitrary reasons for denying me, all of which I had never heard of before. Never gave me a clear reason at first and I called her the second time and she started raising her voice after speaking more in regards to why I wasn't "verified". She and everyone else I spoke to was extremely dismissive. I am dissatisfied of how much time and effort I put into giving my information for this application and given unnecessary attitude. I thought this place was very friendly, but I was wrong. UmassFive College Federal Credit Union has some really bad employees that treat their guests horribly, based on my own experience and countless others.

Very friendly atmosphere. I love banking here. I’ve been with UmassFive for over five years, and it’s been a much better experience than working with the previous big-name bank I used. Helpful customer service. I love how this credit union supports local businesses; they volunteer their time to help out the needy in our community. Everyone that works here seems to enjoy their job, and they are really accepting of all different kinds of people. As they say, “Credit unions rock!”

Their computer upgrade has been a disaster. My husband and I have always linked our accounts. He is in the construction trade and is rarely available during the day so I transfer money between accounts and pay his credit card from my checking account. The new system does not allow for linked accounts so I am unable to pay his credit card from my account online. Additionally, they will not speak to me so the other day he was home early enough to call himself. All I wanted to do was to make his payment, however after waiting for 45 minutes on the phone for the credit card department the person at the CU could not bring up his account to accept a payment over the phone. I got transferred to customer service and had to wait in que again for another 10 minutes. They accepted the payment but charged a $10 fee fir over the phone payment. Apparently I am going to have to do this every month since the accounts are no longer linked. We have initiated a balance transfer to another credit card and will close out this account. Second issue; I have a small line of credit attached to my checking account. I used some of it the other day and tried to pay it back a couple of days later. I tried to transfer the entire balance to pay it off but it did not calculate the interest so there is a small balance showing owed. I tried to transfer funds to bring the balance to zero and the system will not allow me to do it. I usedto do this all the time but now can’t zero out my balance. Additionally it is showing a payment due even though the system accepted a payment immediately beforehand. So I am now sitting on the phone, in a que so far for another 30 minutes with the phone recording saying I have another 10 to go. My opinion on your new upgrade; it stinks, obviously I am not the only one having problems or the wait que would not be so long and I am starting to transfer my accounts out.

So many months of trying to make an appointment to come in, to transfer account. So many phone calls that would not go through or getting a representative and leave a phone number to get a callback or an email back to come in. Very disappointed. The way that the Hadley branch has been working since the pandemic is very disappointing. The first 9 months get a pass but after a year and still the same? Please Create a way in which we can make appointment easier. Not having to go through hoops.

Five years ago I didn't have any criticism of the Credit Union. I'm still happy with the service I get, but in recent years I've seen changes that I don't like because they seem more like banks. This year I have received two offers to accept the "benefit" of life insurance ... although it is no less expensive than any other cimpany, and I don't have an extra $125 a month to spend on life insyrance. This is not a benefit, and I'm disappointed to see the Credit Union offering it as such.

I’m a customer of another credit union, I was told I can’t loan payments at 5 college so I went and gave it a shot. I came in the branch and the place looked amazing, the most beautiful bank branch I’ve ever seen in my life, went to the teller station and he walked me over to the ATM to do my loan payment. I thought this was a little strange but ended up being the greatest banking experience of my life. He tapped the screen and a virtual teller (ended up being a real person) popped up on the screen and she was fantastic, she helped me through the whole process and was the nicest person ever, The ATM was like it came from the feature, you could scan your ID, deposit checks, it even gives you physical coin change back. You literally FaceTime with the teller. All in all a fantastic experience

Do not bank here! I just delivered a note from my wife where she requested her checking balance. They refused to give her the balance. We have been members for over 22 years, with a large amount on deposit in CDs. A change in management has resulted in a very unfriendly institution. Please be advised of the situation.